Resource and Planning Analyst

Capita IT Services in Ruddington are currently looking to recruit a Resourcing and Planning Analyst to be based in Derby,

The successful candidate will be reporting to the Resource and Planning Manager and the role requires a technically proficient candidate to be responsible for delivering accurate short-term/intra-day forecasting with the use of excel, translating forecasts into efficient schedules and producing key contact centre MI.

Main Skills include:

Forecasting:

Production of short term forecasts, through to tactical intra-day forecasts at interval level for voice and back office teams to enable the building of accurate and cost effective schedules
Manage staff resources in the most cost effective manner, (including holidays, sickness, rota reviews, training rota, managerial rota’s and offline time)
Propose new and creative approaches to the forecasting processes using Excel
Own the workforce management system and be the main point of contact for any configuration changes or upgrades to key information aspects for the desk.Scheduling:

Schedule design – creation and maintenance of best fit, dynamic schedules – considering all skill-sets within agreed publishing window
Effective scheduling and resource planning of all ‘off-line’ activities ensuring minimal impact Service Levels and KPI’s including optimisation of breaks and lunches.
Chair daily/weekly meetings to highlight resource plans for the week ahead Centre clear directions on required changes to eliminate areas of over/under performance.
Flag schedule issues such as; times affected, service level predictions and agent requirements
Production of intraday performance reports, highlighting key insights and action taken to protect service level
Deliver monthly trend reporting and dashboards on occupancy and utilisation, absence, shrinkage, agent productivity and adherence to scheduleEssential Experience/Skills:

Proven success in Excel, Resource Planning System and report writing skills
Trend analysis and knowledge of resourcing contact centres
Contact Centre management experience – preferably in an operational context
People management experience at mid to senior level
Confident communicator, who understands their impact on those around them and who has a well tuned awareness of communicating with large and small audiences alikeExperience of WFM technology & methodology, with recent and demonstrable experience in planning, forecasting and resource optimisation within a Contact Centre.

Follow Capita on Follow Capita on Capita Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.

Capita Resourcing is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us.